Senior Administrator - ServiceNow, IT Service Management

HCL Technologies Limited; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

HCL Technologies Limited in Hyderabad is seeking a Senior Administrator - ServiceNow, IT Service Management to enhance operational efficiency through automation tools and ITIL-aligned solutions. You will support asset management and maintain ITSM processes while delivering high-quality code and supporting ongoing projects.

The role emphasizes collaboration, knowledge sharing, and maintaining strong security practices within the ServiceNow platform.

Qualifications

• Advanced proficiency in ServiceNow functional consulting with ITIL/ITSM knowledge.
• Hands-on experience with incident, problem and service request management in ServiceNow.
• Strong analytical and troubleshooting skills, including root cause analysis.
• Excellent communication and interpersonal skills for collaboration with customers.

Responsibilities

• Adhere to quality standards and regulatory requirements while executing ServiceNow tasks.
• Provide support for complex incidents with root cause analysis and effective fixes.
• Update knowledge base, train new team members, and coach analysts on ITIL/ITSM best practices.
• Resolve complex tickets within SLAs by coordinating with cross-functional teams.
• Improve CSAT by focusing on first call resolution and proactive security posture.

Skills

ServiceNow Functional Consulting

ITIL/ITSM Principles

Incident Management

Problem Management

Service Request Processes

Analytical Troubleshooting

Communication Skills

Job description

Senior Administrator - ServiceNow, IT Service Management

Hyderabad, Telangana

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

• 1. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
• 2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
• 3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.
• 4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
• 5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

• 1. Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.
• 2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.
• 3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
• 4. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

• 1. Itil Foundation Certification Is Optional But Valuable.
• 2. Servicenow Certified System Administrator Certification Is Optional But Valuable Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

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